📍 Job Overview

• Job Title: Technical Support Engineer - ENT
• Company: Motive
• Location: Pakistan - Remote
• Job Type: Full-Time
• Category: Technical Support Engineer
• Date Posted: June 12, 2025
• Experience Level: 2-5 years
• Remote Status: Remote

🚀 Role Summary

• Key Responsibilities: Manage and resolve high-priority, technically complex issues for enterprise customers, troubleshoot and analyze data from various devices and environments, collaborate with Engineering and Product teams, and document troubleshooting steps.
• Key Skills: Technical Support, Troubleshooting, Networking, APIs, Linux Systems, Mobile Platforms, Hardware Devices, Customer Service, Documentation, Collaboration, Data Analysis, Problem Solving, Communication, SaaS, IoT, Escalation Management.

💻 Primary Responsibilities

🔧 Technical Support & Troubleshooting

• Own and resolve high-priority, technically complex issues for enterprise customers via email, phone, and chat.

  • 📝 Enhancement Note: This role requires strong problem-solving skills and the ability to handle high-pressure situations, as enterprise customers expect quick and efficient resolution of their issues.

• Act as the point of escalation for frontline support engineers and manage end-to-end resolution for advanced cases.

  • 📝 Enhancement Note: This role involves mentoring and guiding less experienced support engineers, ensuring that complex issues are resolved effectively and efficiently.

• Troubleshoot and analyze data from telematics devices, dashcams, APIs, mobile apps, and customer environments.

  • 📝 Enhancement Note: This role requires a solid understanding of various technologies and the ability to quickly identify and resolve issues in diverse environments.

🤝 Collaboration & Communication

• Collaborate with Engineering and Product teams to identify and resolve bugs, contribute to hotfixes, and improve product stability.

  • 📝 Enhancement Note: This role involves working closely with cross-functional teams to ensure that issues are resolved promptly and that the product remains stable and reliable.

• Document troubleshooting steps, known issues, and best practices to contribute to internal knowledge bases.

  • 📝 Enhancement Note: This role requires strong documentation skills to ensure that knowledge is shared effectively and that support processes are continually improved.

• Partner with Customer Success Managers (CSMs) and Enterprise Account Managers (EAMs) to ensure customer satisfaction and retention.

  • 📝 Enhancement Note: This role involves working closely with customer-facing teams to ensure that customer needs are met and that customer satisfaction is maintained.

🔎 Trend Analysis & Process Improvement

• Monitor trends, proactively flag emerging issues, and suggest product or process improvements.

  • 📝 Enhancement Note: This role requires a proactive approach to identifying trends and making data-driven recommendations to improve support processes and product quality.

• Participate in on-call rotations or special projects as needed to support enterprise uptime and availability.

  • 📝 Enhancement Note: This role may require on-call duties to ensure that enterprise customers receive timely support and that system uptime is maintained.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, Engineering, or a related field. Relevant experience may be considered in lieu of a degree.

Experience: 2-3+ years in a technical support, systems engineering, or similar role, preferably supporting SaaS or IoT products.

Required Skills:

• Strong troubleshooting skills in one or more of the following areas: Networking, APIs, Linux systems, mobile platforms (iOS/Android), or hardware devices.
• Experience working with enterprise customers and managing escalations with professionalism and urgency.
• Familiarity with tools such as Salesforce, Zendesk, Jira, Kibana, or equivalent CRM/log analysis platforms.
• Excellent verbal and written communication skills with the ability to simplify technical concepts for non-technical users.
• Ability to thrive in a fast-paced, collaborative environment with shifting priorities.

Preferred Skills:

• Knowledge of transportation, fleet management, telematics, or logistics operations.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

• Case Studies: Include detailed case studies demonstrating your ability to troubleshoot complex issues, analyze data, and resolve problems in diverse environments.
• Documentation: Showcase your documentation skills by providing examples of knowledge base articles or internal documentation that you have created.
• Trend Analysis: Highlight your trend analysis skills by including examples of how you have identified trends and made data-driven recommendations to improve support processes.

Technical Documentation:

• Troubleshooting Steps: Provide detailed, step-by-step guides on how you have troubleshot and resolved complex issues in the past.
• Known Issues: Document known issues that you have encountered and how you have worked around them or contributed to their resolution.
• Best Practices: Share best practices that you have developed or implemented to improve support processes and product quality.

💵 Compensation & Benefits

Salary Range: The salary range for this role is approximately PKR 1,200,000 - 1,800,000 per year, depending on experience and qualifications. This estimate is based on market research and industry standards for technical support engineers in Pakistan.

Benefits:

• Health, dental, and vision insurance
• 401(k) retirement plan with company match
• Unlimited PTO and flexible work arrangements
• Employee stock options
• Professional development opportunities and tuition reimbursement
• Gym membership reimbursement

Working Hours: Full-time, with flexible hours and the ability to work remotely from Pakistan.

🎯 Team & Company Context

🏢 Company Culture

Industry: Motive operates in the fleet management and telematics industry, providing safety, operations, and finance teams with tools to manage their drivers, vehicles, equipment, and fleet-related spend in a single system.

Company Size: Motive serves more than 120,000 customers across various industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector. This makes Motive a mid-sized company with a significant customer base.

Founded: Motive was founded in 2013, making it a relatively young company in the fleet management and telematics industry.

Team Structure:

• Technical Support: The technical support team is responsible for managing, tracking, diagnosing, troubleshooting, and identifying root causes for customers. They also train, educate, assist, and provide guidance to other employees within Support and across the company, as needed.
• Engineering: The engineering team is responsible for developing, maintaining, and improving the Motive platform. They work closely with the technical support team to identify and resolve bugs, contribute to hotfixes, and improve product stability.
• Product: The product team is responsible for defining the product roadmap, gathering customer feedback, and ensuring that the Motive platform meets the needs of its customers. They work closely with the technical support and engineering teams to ensure that the product remains stable and reliable.

Development Methodology:

• Agile: Motive follows an Agile development methodology, with a focus on iterative development, continuous improvement, and customer satisfaction.
• Collaboration: Motive emphasizes collaboration and cross-functional teamwork, with regular stand-ups, sprint planning, and retrospectives to ensure that everyone is aligned and working towards the same goals.
• Continuous Integration/Continuous Deployment (CI/CD): Motive uses CI/CD pipelines to automate the software deployment process, ensuring that changes are integrated and deployed quickly and efficiently.

Company Website: gomotive.com

📝 Enhancement Note: Motive's company culture is characterized by a strong focus on collaboration, continuous improvement, and customer satisfaction. The company values diversity, inclusion, and professional development, and offers a range of benefits to support its employees' well-being and growth.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the intermediate level within the technical support career path. It requires a solid understanding of various technologies and the ability to troubleshoot and resolve complex issues in diverse environments.

Reporting Structure: This role reports directly to the Technical Support Manager and may have supervisory responsibilities for less experienced support engineers.

Technical Impact: This role has a significant impact on the quality and reliability of the Motive platform, as it is responsible for ensuring that enterprise customers receive timely and effective support.

Growth Opportunities:

• Technical Leadership: With experience and demonstrated success in this role, there may be opportunities to move into a technical leadership position, such as a Technical Support Manager or Technical Lead.
• Product Management: With a strong understanding of the Motive platform and its customers, there may be opportunities to move into a product management role, focusing on defining the product roadmap and gathering customer feedback.
• Engineering: With a solid understanding of the Motive platform and its underlying technologies, there may be opportunities to move into an engineering role, focusing on developing, maintaining, and improving the platform.

📝 Enhancement Note: Motive offers a range of growth opportunities for technical support engineers, with the potential to move into technical leadership, product management, or engineering roles. The company values internal mobility and encourages employees to develop their skills and advance their careers within the organization.

🌐 Work Environment

Office Type: Motive operates a remote-first work environment, with employees working from various locations around the world.

Office Location(s): Motive has offices in the United States, Canada, and India, but employees are not required to be based in any of these locations.

Workspace Context:

• Remote Work: Motive's remote work environment allows employees to work from the comfort of their own homes, with the flexibility to balance work and personal responsibilities.
• Collaboration Tools: Motive uses a range of collaboration tools, including Slack, Google Workspace, and Zoom, to ensure that employees can communicate and work together effectively, regardless of their location.
• Work-Life Balance: Motive emphasizes work-life balance and encourages employees to take time off when they need it, with unlimited PTO and flexible work arrangements.

Work Schedule: Motive operates a flexible work schedule, with employees expected to work standard business hours in their respective time zones. However, the company is understanding of employees' personal needs and allows for flexibility in work hours as needed.

📝 Enhancement Note: Motive's remote-first work environment offers employees the flexibility to work from anywhere, with the support and collaboration tools they need to succeed. The company values work-life balance and encourages employees to take time off when they need it.

📄 Application & Technical Interview Process

Interview Process:

1. Phone Screen: A brief phone or video call to discuss your qualifications, experience, and fit for the role.
2. Technical Assessment: A hands-on technical assessment, focusing on your troubleshooting and problem-solving skills, as well as your ability to analyze data and resolve complex issues.
3. Behavioral Interview: A behavioral interview to assess your communication, collaboration, and customer service skills, as well as your cultural fit with Motive.
4. Final Interview: A final interview with the Technical Support Manager or another senior member of the team to discuss your fit for the role and answer any remaining questions.

Portfolio Review Tips:

• Case Studies: Highlight your ability to troubleshoot complex issues and resolve problems in diverse environments by including detailed case studies in your portfolio.
• Documentation: Showcase your documentation skills by providing examples of knowledge base articles or internal documentation that you have created.
• Trend Analysis: Highlight your trend analysis skills by including examples of how you have identified trends and made data-driven recommendations to improve support processes.

Technical Challenge Preparation:

• Troubleshooting Scenarios: Practice troubleshooting scenarios to hone your skills and gain confidence in your ability to resolve complex issues quickly and efficiently.
• Data Analysis: Brush up on your data analysis skills to ensure that you can analyze data from various devices and environments and make informed recommendations to improve support processes.
• Communication Skills: Prepare for behavioral interview questions that focus on your communication, collaboration, and customer service skills, as well as your cultural fit with Motive.

ATS Keywords: (Organized by category)

• Programming Languages: Python, Java, JavaScript, C#, C++, Go, Ruby, PHP, Swift, Objective-C
• Web Frameworks: React, Angular, Vue.js, Node.js, Express, Django, Flask, Ruby on Rails, Spring Boot
• Server Technologies: Linux, Windows, macOS, AWS, Google Cloud, Microsoft Azure, Docker, Kubernetes, Jenkins, Ansible
• Databases: MySQL, PostgreSQL, MongoDB, Redis, Cassandra, Oracle, SQL Server, Amazon RDS, Google Cloud SQL, Azure SQL Database
• Tools: Jira, Confluence, Git, GitHub, Bitbucket, Jenkins, Docker, Kubernetes, Slack, Google Workspace, Zoom, Salesforce, Zendesk, Kibana
• Methodologies: Agile, Scrum, Kanban, Waterfall, DevOps, ITIL, COBIT, ISO/IEC 27001, ISO/IEC 27002
• Soft Skills: Problem-solving, troubleshooting, communication, collaboration, customer service, time management, prioritization, multitasking, adaptability, resilience, empathy, active listening
• Industry Terms: SaaS, IoT, fleet management, telematics, transportation, logistics, enterprise, customer success, customer experience, customer satisfaction, customer retention, customer support, technical support, escalation management, trend analysis, data-driven decision making, continuous improvement, Agile, Scrum, DevOps, ITIL, COBIT, ISO/IEC 27001, ISO/IEC 27002

📝 Enhancement Note: Motive uses a range of collaboration tools, including Slack, Google Workspace, and Zoom, to ensure that employees can communicate and work together effectively, regardless of their location. The company values work-life balance and encourages employees to take time off when they need it, with unlimited PTO and flexible work arrangements.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

• React: Motive uses React for building user interfaces and components, ensuring a consistent and responsive user experience across all platforms.
• Redux: Motive uses Redux for state management in its React applications, allowing for efficient and predictable state updates.
• Material-UI: Motive uses Material-UI for creating visually appealing and responsive user interfaces, based on Google's Material Design system.
• Bootstrap: Motive uses Bootstrap for creating responsive and mobile-first web designs, ensuring that its applications look and function well on all devices.

Backend & Server Technologies:

• Node.js: Motive uses Node.js for building scalable and efficient server-side applications, handling requests and responses from clients and databases.
• Express: Motive uses Express for building web servers and APIs, providing a robust and flexible framework for handling HTTP requests and responses.
• MongoDB: Motive uses MongoDB as its primary database, providing a scalable and flexible NoSQL solution for storing and managing data.
• AWS: Motive uses AWS for hosting its applications and infrastructure, leveraging a range of services, including EC2, RDS, and S3, to ensure scalability, availability, and security.
• Google Cloud: Motive uses Google Cloud for hosting some of its applications and infrastructure, leveraging services such as App Engine, Cloud Functions, and Cloud Storage to ensure scalability, availability, and security.

Development & DevOps Tools:

• Git: Motive uses Git for version control and collaboration, ensuring that all changes to the codebase are tracked and reviewed.
• GitHub: Motive uses GitHub for hosting its source code and managing pull requests, ensuring that all changes are reviewed and approved by the appropriate team members.
• Jenkins: Motive uses Jenkins for continuous integration and deployment, automating the build, test, and deployment process to ensure that changes are integrated and deployed quickly and efficiently.
• Docker: Motive uses Docker for containerizing its applications and services, ensuring that they can be deployed consistently and reliably across different environments.
• Kubernetes: Motive uses Kubernetes for orchestrating its containerized applications and services, ensuring that they are deployed and managed efficiently and effectively.
• Slack: Motive uses Slack for real-time communication and collaboration, ensuring that all team members can communicate and work together effectively, regardless of their location.
• Google Workspace: Motive uses Google Workspace for productivity and collaboration, ensuring that all team members have access to the tools and resources they need to succeed.
• Zoom: Motive uses Zoom for video conferencing and virtual meetings, ensuring that all team members can communicate and collaborate effectively, regardless of their location.

📝 Enhancement Note: Motive uses a range of technologies and tools to ensure that its applications and infrastructure are scalable, available, and secure. The company values collaboration and communication, and uses a range of tools to ensure that all team members can communicate and work together effectively, regardless of their location.

👥 Team Culture & Values

Web Development Values:

• Customer Focus: Motive prioritizes customer satisfaction and retention, ensuring that all team members understand the needs and priorities of its customers and work to meet their expectations.
• Collaboration: Motive values collaboration and teamwork, ensuring that all team members work together to achieve common goals and support each other in their individual efforts.
• Continuous Improvement: Motive is committed to continuous improvement, ensuring that all team members are constantly learning and growing, and that the company is always evolving and adapting to meet the changing needs of its customers.
• Innovation: Motive encourages innovation and creativity, ensuring that all team members are empowered to think outside the box and come up with new and better ways of doing things.

Collaboration Style:

• Cross-Functional Integration: Motive emphasizes cross-functional collaboration, ensuring that all teams work together to achieve common goals and support each other in their individual efforts.
• Code Review Culture: Motive values code review and peer programming, ensuring that all changes to the codebase are reviewed and approved by the appropriate team members.
• Knowledge Sharing: Motive encourages knowledge sharing and mentoring, ensuring that all team members have the opportunity to learn from each other and grow both personally and professionally.

📝 Enhancement Note: Motive's company culture is characterized by a strong focus on collaboration, continuous improvement, and customer satisfaction. The company values diversity, inclusion, and professional development, and offers a range of benefits to support its employees' well-being and growth.

⚡ Challenges & Growth Opportunities

Technical Challenges:

• Complex Troubleshooting: This role requires strong troubleshooting skills and the ability to handle high-pressure situations, as enterprise customers expect quick and efficient resolution of their issues.
• Data Analysis: This role requires the ability to analyze data from various devices and environments and make informed recommendations to improve support processes.
• Trend Analysis: This role requires the ability to identify trends and make data-driven recommendations to improve support processes and product quality.
• Collaboration: This role requires strong collaboration and communication skills, as well as the ability to work effectively with cross-functional teams to ensure that issues are resolved promptly and that the product remains stable and reliable.

Learning & Development Opportunities:

• Technical Skill Development: Motive offers a range of technical training and development opportunities, including online courses, workshops, and mentoring programs, to help employees develop their skills and advance their careers.
• Conference Attendance: Motive encourages employees to attend industry conferences and events, providing them with the opportunity to learn from experts and network with other professionals in the field.
• Certification: Motive offers certification programs to help employees develop their skills and demonstrate their expertise in specific areas.
• Technical Mentorship: Motive provides technical mentorship opportunities, pairing employees with more experienced team members who can help them develop their skills and advance their careers.

📝 Enhancement Note: Motive offers a range of growth opportunities for technical support engineers, with the potential to move into technical leadership, product management, or engineering roles. The company values internal mobility and encourages employees to develop their skills and advance their careers within the organization.

💡 Interview Preparation

Technical Questions:

• Troubleshooting Scenarios: Prepare for troubleshooting scenarios that focus on your ability to resolve complex issues quickly and efficiently, as well as your understanding of various technologies and environments.
• Data Analysis: Brush up on your data analysis skills to ensure that you can analyze data from various devices and environments and make informed recommendations to improve support processes.
• Trend Analysis: Prepare for questions that focus on your ability to identify trends and make data-driven recommendations to improve support processes and product quality.

Company & Culture Questions:

• Customer Focus: Prepare for questions that focus on your understanding of Motive's customers and their priorities, as well as your ability to meet their expectations and exceed their service level agreements.
• Collaboration: Prepare for questions that focus on your ability to work effectively with cross-functional teams and collaborate with other team members to ensure that issues are resolved promptly and that the product remains stable and reliable.
• Continuous Improvement: Prepare for questions that focus on your commitment to continuous improvement and your ability to identify and implement process improvements to enhance the customer experience.

Portfolio Presentation Strategy:

• Case Studies: Highlight your ability to troubleshoot complex issues and resolve problems in diverse environments by including detailed case studies in your portfolio.
• Documentation: Showcase your documentation skills by providing examples of knowledge base articles or internal documentation that you have created.
• Trend Analysis: Highlight your trend analysis skills by including examples of how you have identified trends and made data-driven recommendations to improve support processes.
• Code Review: Prepare for questions that focus on your ability to review and approve changes to the codebase, as well as your understanding of best practices for code quality and documentation.

📝 Enhancement Note: Motive values collaboration and communication, and uses a range of tools to ensure that all team members can communicate and work together effectively, regardless of their location. The company values work-life balance and encourages employees to take time off when they need it, with unlimited PTO and flexible work arrangements.

📌 Application Steps

To apply for this technical support engineer position at Motive, follow these steps:

1. Customize Your Portfolio: Tailor your portfolio to highlight your ability to troubleshoot complex issues, analyze data, and resolve problems in diverse environments. Include detailed case studies, documentation, and trend analysis examples to demonstrate your skills and experience.
2. Optimize Your Resume: Highlight your relevant experience and skills, focusing on your ability to troubleshoot and resolve complex issues, analyze data, and collaborate with cross-functional teams. Use relevant keywords and phrases to ensure that your resume is optimized for Motive's Applicant Tracking System (ATS).
3. Prepare for Technical Interview: Brush up on your troubleshooting, data analysis, and trend analysis skills, and practice solving complex problems in diverse environments. Review Motive's technology stack and be prepared to discuss your experience with relevant tools and technologies.
4. Research Motive: Learn about Motive's company culture, values, and mission, and be prepared to discuss how you align with the company's goals and priorities. Review Motive's products and services, and be prepared to discuss how you can contribute to the company's success.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web development/server administration industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.